Anthony Broadbent Email & Phone Number

Charlotte, North Carolina, United States

In the course of the acquisition of Global Convergence by New Era Technology, I experienced a significant career progression, moving from Operations Lead to the role of Global Operations Manager. In this elevated position, my scope of responsibilities expanded to oversee a 24x7x365 support center spread across two offices – one in Charlotte, NC, and the other in Cebu City. A crucial aspect of this role involved strategically offshoring certain positions to optimize team performance and manage costs effectively.A notable addition to my responsibilities was taking on the role of Product Owner. In this capacity, I compiled enhancement requests and collaborated with our ticket system partner to implement solutions beneficial for our partner, our company, and our clients. This role required a keen understanding of user needs and a proactive approach to improving system functionality.Furthermore, I assumed a more substantial role in data analysis, contributing to the creation and publication of various reports crucial across our organization. This encompassed diverse areas such as ticketing, billing, and optimization, demonstrating my proficiency in leveraging data to drive informed decision-making.A recent focus of mine has been the incorporation of automation within our daily operations as well as in reporting and analytics. This initiative aims to enhance efficiency, reduce manual workload, and ensure accuracy in our processes. As Global Operations Manager, I remain committed to driving innovation and optimization in our operations, contributing to the overall success of the organization.

During my time as an Operations Lead, I played a pivotal role in the transition of the primary customer from my previous employer. This involved a comprehensive analysis of existing staff to identify gaps and implement improvements. To streamline operations, I created an Operations Manual/Runbook, providing a structured guide for both existing and new staff. The expansion necessitated hiring new staff, including managers, to effectively manage the substantial increase in ticket volume resulting from the transition.My responsibilities extended to day-to-day coordination, ensuring a smooth transition until the newly onboarded staff was fully up to speed with their duties and requirements. This period demanded a proactive approach to address challenges promptly and maintain operational efficiency.Following the successful completion of the transition phase, my role at Global Convergence aligned with my previous position at Sitehands. I resumed similar responsibilities, leveraging my expertise in managing support centers and ensuring operational excellence in a dynamic environment.

Charlotte, North Carolina

Responsible for the management of all Analysts/Project Coordinators within our 24x7x365 support center.During my tenure at Sitehands spanning two years, I served as a dedicated leader in managing a support center that evolved from an initial headcount of 12 to a robust team of 30 professionals. In this role, I undertook comprehensive responsibilities, including recruitment, training, day-to-day operations, and continuous improvement initiatives for our 24x7x365 support center.One of my key accomplishments was the creation of an Operations Manual outlining standard operating procedures. This not only provided a structured framework for team members but also facilitated performance measurement, enabling ongoing coaching and improvements within the team. The team, under my guidance, successfully supported over 20 customers, with a majority belonging to Fortune 500 companies.My role extended to ensuring the fulfillment of SLAs and KPIs, with a commitment to excellence reflected in the development and delivery of comprehensive reports showcasing our success to clients. Handling level 3 escalations, I reported directly to the VP of Service Operations, demonstrating a high level of accountability.A pivotal contribution involved playing a key role in the seamless transition of our largest programs, characterized by high ticket volume. Even during challenging circumstances, I successfully maintained operations until the company's closure, after which I facilitated a smooth transition to the new location where our primary client's work was relocated.

Charlotte, North Carolina Area

Charlotte, North Carolina

Team Manager/Operations LeadManaged teams of 5-40 inbound sales representatives.Responsible for ensuring standardized processes were followed and held team members accountable via regular coaching and training sessions.Handled client escalations, in the form of supervisor/management call takeovers.Regular rotation for training new hires, including their immersion to the regular workforce.Was promoted to this role after proven success as a Inbound Sales Representative, Senior Sales Agent, and Team Lead.